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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Email notifications se...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Email notifications send through "Track my Technician" feature

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Posted on by HartmutE 28
Hello,
 
we are currently setting up a "Track my Technician" portal (we are not planning on providing self-scheduling at this time), and I have an issue/question regarding the emails send to the customer.

The email body includes links to a few icons (i.e. https://ccafsc2dev.blob.core.windows.net/fsc2icons/check.png), but they do not show in the email.
Appointment Icon
Trying to access the icons directly through the link will result in an AuthorizationFailure.
 
  • Are we missing a configuration setup or do these links no longer work?
  • How are these emails created? Is there an email template that is used by Dynamics 365 and where is it stored? Is there any supported way to customize the emails (replacing the icons)?
Thank you!
Categories:
Microsoft Dynamics CRM
I have the same question (0)
  • Suggested answer
    Holly Huffman Profile Picture
    Holly Huffman 6,554 Super User 2026 Season 1 on at
    Good morning, afternoon, or evening—depending on where you are in the world!
    Hope you're doing well.
     
    Issue Summary
    You're seeing broken image links in the customer-facing emails—specifically, icons like https://ccafsc2dev.blob.core.windows.net/fsc2icons/check.png are not rendering, and direct access results in an AuthorizationFailure. This is a known issue and has been reported by others in the community.
    Why It Happens
    These icons are hosted in an Azure Blob Storage container that likely:
    • Requires authentication or
    • Has expired or misconfigured Shared Access Signatures (SAS)
    When the email is rendered by the recipient, the image request fails because the blob is not publicly accessible.

     How to Fix or Customize
    1. Use Publicly Accessible Image URLs:
      • Replace the icon URLs in the email template with links to images hosted in a public CDN or public blob container with anonymous read access.
    2. Customize the Email Template:
      • The Track My Technician emails are generated using system templates in Field Service.
      • You can customize these by going to:
         Field Service > Settings > Customer Portal > Track My Technician Settings

        From there, you can modify the email content and replace the image URLs.
    3. Verify Blob Storage Permissions:
      • If you want to continue using Azure Blob Storage, ensure the container is set to allow public access or that the SAS token is valid and not expired.
     
    Note: I collaborated with AI to help craft this response and ensure it’s as accurate and helpful as possible.
    Hope this helps!
  • HartmutE Profile Picture
    HartmutE 28 on at
    Thank you, Holly.

    Short of Microsoft fixing access to the blog, hosting our own icons will be the only way.
    This also ensures that we have continued control over accessibility to the icons and are not relying on the availability of a public repository.

    Unfortunately, Microsoft has not made it easy to make customizations to the emails.

    There are no template definitions under the Settings area of Field Service at Customer Portal -> Track My Technician Settings.

    The Field Service -> Advanced Settings -> Templates -> Email Templates
    are not hosting these notification templates either.

    The flow provided by Microsoft (Field Service PowerApps Portal Flow Email Notifications), is using 'Perform a bound action' to call 'msdyn_fspp_PrepareNotificationMessages' on the Notification Queue table.
    How this action is generating the various messages is not clear to me yet, but the only feasible option at this point is to step into the flow and replace the inserted icon links with publicly accessible links before the email is sent.

    Best Regards

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